Ordered a Palace of Versailles Tour in France in early October 2019 for a specific date/time. Several weeks later after ordering and taking our money, they contacted us and said there were no available tickets. They asked if we could do a later time that same day, the Sunday before the date, or a refund. We chose the refund because we could not do later the same day, or the Sunday before. They then responded that there were no refunds. I of course demanded a refund since they could not provide product, and offered the refund via email. They then proceeded to ignore me. So I disputed it via Paypal which I purchased through. They at first lied, and sent Paypal the email they sent me minus the part about the refund. However, 10 days later, we received a notice that our claim was denied because we had been refunded. It looks like they did indeed issue a refund, but Paypal says it takes up to 30 days to hit our credit card back. Moral of this story, just google and you will find tons of negative reviews and issues with Viator tours. Wish I had remembered to do this first! Surprising ,because they are owned by TripAdvisor. Always use a credit card, and go through paypal preferably. This provides you two forms of immediate protections against scammers like Viator should you not get what you purchased!